Technical Implementation Manager
About UsUpswing is a mission-driven company that partners with colleges and universities to improve nontraditional student outcomes.
Over 28% of students using Upswing are working while in college, and 43% are Hispanic or Black, and many are first-generation students.
Our platform doesn't cost students a thing; the school enlists our help to support their students.
We're looking for individuals who care about education and equality of student resources to come join our team! We're currently partnered with more than 70 colleges throughout the country, where Upswing helps over 700,000 students succeed throughout college.
You'll get to work with a team of motivated, intelligent, and fun people at Upswing - all working toward the same mission of student success and retention.
As a mission driven organization, we strive to build a community inside Upswing where we are able to live our values to help our students grow and thrive.
Our values represent why we do what we do and how we plan on doing it.
We hope to build a team that represents these values so that we can all grow together.
Celebrate Concrete Roses Dare to Fly First Choose the Harder Right over the Easier Wrong Team OverviewThe Customer Success team is currently made of a Director of Customer Success and a team of Higher Education Retention Officers (HEROs).
We are focused on expanding HERO capacity by adding our first Technical Implementation Manager to the team.
We work with our clients to ensure their success, and their students' success, starting with client onboarding and implementation.
As a Technical Implementation Manager, you'll be responsible for onboarding new partners by managing the onboarding communication and technical integration process.
In addition, you will be responsible for ongoing technical success operations of the organization, including ensuring success for ongoing integrations, technical product configurations, and working cross-functionally to ensure improvement of our product as it relates to onboarding and technical success.
Project & Process Management Responsibilities Manage all aspects of post-sales client implementations from sales handover to onboarding training and upsell implementation.
Work closely between Sales and HEROs to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
Manage onboarding end to end for all new clients to ensure partners receive highly organized training with detailed goals, timelines, and processes - use project plans/ software to track and report onboarding status.
Oversee and manage multiple partner onboardings simultaneously.
Set realistic partner expectations, educate the partner on change management and industry best practices.
Establish a trusted advisor relationship to ensure customer satisfaction.
Occasional travel to large-scale accounts to assist in new account transitions.
Technical Responsibilities Oversee all technical aspects of onboarding and recurring account configuration/integration.
Prioritize and complete product operations tasks directly and escalate with the product/engineering team when necessary.
Demonstrate an eagerness and curiosity to learn new technical concepts and utilize these concepts to ensure greater partner success.
Handle sensitive academic data covered under FERPA to ensure integration within the Upswing platform, including receiving, scrubbing, and importing data on a regular basis.
Create and configure XML files for customized partner workflows.
Perform single sign-on integrations (SAML and LDAP) for new clients, with a focus on client communication, troubleshooting and error handling and reporting for integrations.
Qualifications At least 2 years of experience with onboarding and guiding new customers toward realizing and repeating value with a B2B SaaS product.
Exceptional phone and video presence and professional communication skills; skilled in remaining composed when faced with complex issues.
Strong interpersonal skills; you can discuss technical details and business strategy, and you have the ability to explain technical concepts to non-technical stakeholders.
Demonstrated technical proficiency with basic programming languages, including SQL and Python.
You have a basic understanding of relational databases and how they work.
Proficiency reading and modifying XMLs.
Expertise with Excel and experience working with sensitive data and performing basic data analysis and reporting.
Familiarity with Salesforce and project management tools such as Azure DevOps, Asana, and Zendesk.
Additional Qualifications (preferred, but not required) Experience working in Ed Tech First-hand experience with single sign-on integrations (SAML or LDAP) Upswing Benefits and Perks Salary:
$70,000 - $80,000 Health, dental, and vision coverage 401k program Unlimited PTO and flexible working hours Annual Wellness, WFH, and professional development stipends Fully remote organization Mission-driven, passionate coworkers with a great team culture Recommended Skills Asana Change Management Coordinating Customer Communications Management Customer Satisfaction Educational Technologies Estimated Salary: $20 to $28 per hour based on qualifications.
Over 28% of students using Upswing are working while in college, and 43% are Hispanic or Black, and many are first-generation students.
Our platform doesn't cost students a thing; the school enlists our help to support their students.
We're looking for individuals who care about education and equality of student resources to come join our team! We're currently partnered with more than 70 colleges throughout the country, where Upswing helps over 700,000 students succeed throughout college.
You'll get to work with a team of motivated, intelligent, and fun people at Upswing - all working toward the same mission of student success and retention.
As a mission driven organization, we strive to build a community inside Upswing where we are able to live our values to help our students grow and thrive.
Our values represent why we do what we do and how we plan on doing it.
We hope to build a team that represents these values so that we can all grow together.
Celebrate Concrete Roses Dare to Fly First Choose the Harder Right over the Easier Wrong Team OverviewThe Customer Success team is currently made of a Director of Customer Success and a team of Higher Education Retention Officers (HEROs).
We are focused on expanding HERO capacity by adding our first Technical Implementation Manager to the team.
We work with our clients to ensure their success, and their students' success, starting with client onboarding and implementation.
As a Technical Implementation Manager, you'll be responsible for onboarding new partners by managing the onboarding communication and technical integration process.
In addition, you will be responsible for ongoing technical success operations of the organization, including ensuring success for ongoing integrations, technical product configurations, and working cross-functionally to ensure improvement of our product as it relates to onboarding and technical success.
Project & Process Management Responsibilities Manage all aspects of post-sales client implementations from sales handover to onboarding training and upsell implementation.
Work closely between Sales and HEROs to ensure a smooth and enjoyable transition into adopting our product as quickly and effectively as possible.
Manage onboarding end to end for all new clients to ensure partners receive highly organized training with detailed goals, timelines, and processes - use project plans/ software to track and report onboarding status.
Oversee and manage multiple partner onboardings simultaneously.
Set realistic partner expectations, educate the partner on change management and industry best practices.
Establish a trusted advisor relationship to ensure customer satisfaction.
Occasional travel to large-scale accounts to assist in new account transitions.
Technical Responsibilities Oversee all technical aspects of onboarding and recurring account configuration/integration.
Prioritize and complete product operations tasks directly and escalate with the product/engineering team when necessary.
Demonstrate an eagerness and curiosity to learn new technical concepts and utilize these concepts to ensure greater partner success.
Handle sensitive academic data covered under FERPA to ensure integration within the Upswing platform, including receiving, scrubbing, and importing data on a regular basis.
Create and configure XML files for customized partner workflows.
Perform single sign-on integrations (SAML and LDAP) for new clients, with a focus on client communication, troubleshooting and error handling and reporting for integrations.
Qualifications At least 2 years of experience with onboarding and guiding new customers toward realizing and repeating value with a B2B SaaS product.
Exceptional phone and video presence and professional communication skills; skilled in remaining composed when faced with complex issues.
Strong interpersonal skills; you can discuss technical details and business strategy, and you have the ability to explain technical concepts to non-technical stakeholders.
Demonstrated technical proficiency with basic programming languages, including SQL and Python.
You have a basic understanding of relational databases and how they work.
Proficiency reading and modifying XMLs.
Expertise with Excel and experience working with sensitive data and performing basic data analysis and reporting.
Familiarity with Salesforce and project management tools such as Azure DevOps, Asana, and Zendesk.
Additional Qualifications (preferred, but not required) Experience working in Ed Tech First-hand experience with single sign-on integrations (SAML or LDAP) Upswing Benefits and Perks Salary:
$70,000 - $80,000 Health, dental, and vision coverage 401k program Unlimited PTO and flexible working hours Annual Wellness, WFH, and professional development stipends Fully remote organization Mission-driven, passionate coworkers with a great team culture Recommended Skills Asana Change Management Coordinating Customer Communications Management Customer Satisfaction Educational Technologies Estimated Salary: $20 to $28 per hour based on qualifications.
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